Knowledge Management System Expert in Munich

• Development of a comprehensive transformation model for IT departments and ITSM organizations, from operational stabilization through structuring and optimization to strategic advancement
• Design of a transformation matrix that connects development phases with the implementation activities Position, Focus, Model, Enable, Anchor and Develop
• Development of assessment, maturity and decision-making logic to determine the operational starting point, the appropriate entry point and the prioritized areas of action
• Structuring of an end-to-end approach from current-state assessment and target vision through operating model, roadmap and service modules to implementation and integration into steady-state operations
• Derivation of combinable consulting and implementation modules, including methods, deliverables, role models, governance structures and transformation paths
• Collection, structuring and prioritization of business requirements from the perspectives of IT management, service management and operational roles
• Translation of requirements into target visions, process and role models, decision criteria and traceable deliverables

Environment / Tools: ITIL 4, IT4IT, Operating Model Canvas, SIAM, maturity models Kanban

• Recurring problem in my own AI-assisted projects: requirements analysis, use cases, and architecture decisions can be created quickly with AI support, but remain difficult to follow and scattered across Markdown files – knowledge is lost as soon as it is no longer in the context window. arknet turns requirements engineering and architecture knowledge into structured, verifiable data instead of plain text: requirements, use cases, and architecture decisions form a consistently linked knowledge graph, traceable from requirement to architecture decision – queryable by both people and AI agents. Technically based on RDF/OWL and a custom MCP server.

• Result: Working MCP daemon, Docker image published automatically to GHCR, nine hexagonal modules, eleven ADRs (including an Open-Core licensing model). Requirements engineering and Ubiquitous Language hexagons are active. Public as a Community Edition under Apache-2.0 since 07/2026 (github.com/kogn-io/arknet), together with the Claude Code plugin and GHCR image; Open-Core model.

• Label: Java, Maven, RDF, RDF4J, OWL, SPARQL, Model Context Protocol, Spring AI, Docker, GitHub, Git, Claude Code, Obsidian, DDD, Hexagonal Architecture, ArchUnit, JUnit, AssertJ, Interface Development, Software Architecture, Continuous Integration, Knowledge Management

Unified ITSM framework

• Definition of a company-wide ITSM target picture
• Introduction of a uniform service structure across all business units

SLA and OLA management

• Building a standardized SLA framework
• Definition of service classes (Business Critical, Standard, Low Priority)
• Introduction of OLAs between internal teams
• Building meaningful SLA reporting
• Definition of KPI and service dashboards for business units

Service portfolio management

• Definition of service descriptions
• If needed, preparing possible cost and service billing

Ticketing & processes

• Incident management
• Uniform ticket categories
• Standardized prioritization
• Escalation matrix
• Automations
• Self-service optimization

Request fulfillment

• Service catalog across all business units
• Approval workflows

Problem management

• Introduction of root cause analysis
• Known error database
• Problem review process

Complete asset management concept

• Hardware lifecycle management
• Software lifecycle management
• Leasing lifecycle
• Mobile device lifecycle
• Monitor lifecycle
• Phone lifecycle

Processes

• Procurement
• Goods receipt
• Inventory
• Assignment
• Return
• Disposal
• Leasing return Goal: single source of truth for all assets

CMDB design

• Definition of all configuration items:
• Workplace
• Notebooks
• Monitors
• Mobile phones
• Printers

Infrastructure

• Servers
• Firewalls
• Switches
• WLAN
• Storage
• Backup systems

Cloud

• Azure resources
• Microsoft 365
• SaaS services

Relationships

• User ↔ Asset
• Asset ↔ Service
• Service ↔ Infrastructure
• Location ↔ Asset
• Goal: make all service dependencies visible

Software asset & license management

• License management concept
• License balancing
• Compliance reporting
• Microsoft license management
• Adobe license management
• SaaS management
• Contract management
• Renewal management

Interfaces & automation Existing systems

• Workday
• Joiner
• Mover
• Leaver

TESMA

• Leasing data
• Contract data

Matrix42

• Asset synchronization
• User synchronization

Active Directory / Entra ID

• User management

Microsoft 365

• License assignment
• Group management

Dormakaba

• Access processes

• Lifecycle services

Monitoring platforms

• PRTG
• Palo Alto
• Cisco

Reporting & KPI framework

• Definition of a management dashboard
• KPIs
• Ticket volume
• SLA fulfillment
• MTTR
• First resolution rate
• Asset accuracy
• License compliance
• Change success rate
• Service availability
• Degree of automation

Network redesign support

• Governance
• Support of the network redesign from an ITSM point of view
• Definition of affected services
• Change management structure
• Communication concept

CMDB integration

• Recording of all network components
• Service mapping
• Dependency analysis

Validation of documentation and knowledge base articles

• Network documentation
• Operations documentation
• Standard changes

Monitoring & event management

• Target picture
• Central monitoring concept
• Event management process
• Alerting strategy
• Escalation model

Systems

• Cisco

• Palo Alto

• Fortinet

• Rubrik

• Veeam

• Matrix42

• Azure

• Microsoft 365 Automation

• Ticket creation from monitoring

• Escalations

• Standard actions

Audit, compliance & information security

• ISO 27001 consulting
• TISAX consulting
• NIS2 preparation - consulting
• Audit-ready processes
• Documentation structure
• Evidence tracking in Matrix42

Roadmap

• 12-month roadmap
• Prioritization of all measures
• Quick wins
• Medium-term projects
• Long-term target picture
• Documentation

• Vacancy cover during extensive personnel changes and ongoing professionalization and digitization initiatives
• Leadership and stabilization of the marketing team and improvements of marketing organization, processes and infrastructure
• Development of team roles, working methods and internal collaboration
• Establishment of digital marketing structures, CRM and marketing operations initiatives
• Introduction of AI-driven workflows for content and knowledge management
• Sharpening of positioning in the business units OEM and Aesthetics
• Management of strategic projects such as Microsoft Dynamics Customer Insights implementation and international brand protection projects
• Team stabilization despite extensive personnel changes
• More efficient marketing processes and reduced operational complexity
• Foundation laid for further digitization and growth initiatives

• Configured Topics, Microsites into rich content portal widgets, Content Library, landing pages and automated client portal data sync, reducing manual effort by 80% and elevating self-service engagement.
• Architected optimal display across devices and varying resolutions to enhance user accessibility and experience.
• Set up and customized Azure VM integration by utilizing Catalog Items, PowerShell scripting and workflow orchestration.
• Analyzed and translated business requirements into scalable solutions, leveraging ServiceNow scripting to enhance platform functionality and elevate user experience.

Key ServiceNow Skills: Service Portal, Widget Development, Catalog Items, PowerShell Scripting, Workflow Orchestration, Content Management.

• Lead SAP Controlling, Product Costing and Material Ledger activities across multiple legal entities, improving standard-costing consistency, inventory valuation and month-end financial reporting.
• Contributed to a 30% reduction in the overall financial closing cycle by coordinating SAP Finance, Controlling, Material Ledger and plant-closing activities against a structured month-end calendar.
• Maintain 99.5% SLA adherence while resolving complex Level 2 and Level 3 incidents across Product Costing, Cost Center Accounting, Material Ledger, Actual Costing, WIP, variance calculation and production-order settlement.
• Execute and validate individual and mass standard-cost estimates using CK11N and CK40N, ensuring accurate costing based on current BOMs, routings, activity prices, purchasing conditions and overhead structures.
• Improved product-costing accuracy by identifying and correcting inconsistencies across material-master costing views, activity types, work centres, BOMs, routings and purchasing data.
• Reduced month-end delays by resolving missing cost estimates, incomplete settlement rules, incorrect activity allocations, variance-calculation errors and production-order settlement failures.
• Reconcile production-order costs, inventory values, purchase-price differences, work in process, production variances and settlement postings across SAP Controlling, Material Ledger and General Ledger.
• Execute Material Ledger and Actual Costing close activities, including price determination, purchase-price-difference allocation and periodic unit-price validation.
• Analyse manufacturing-cost variances across raw materials, labour, machine activity, subcontracting, production usage and overhead costs, enabling business controllers to identify root causes and cost-reduction opportunities.
• Configure and support costing variants, valuation variants, quantity structures, cost-component structures, overhead-costing sheets and automatic account-determination settings.
• Coordinate annual standard-cost planning, costing runs and standard-price releases with Finance, Procurement, Production and plant-controlling teams.
• Improved indirect-cost visibility through cost-center planning, activity-price calculations, assessments, distributions and cost-allocation cycles.
• Support profitability reporting through Account-Based CO-PA, enabling analysis by product, customer, market, company code and profit center.
• Developed reconciliation controls, standard operating procedures and costing reports that improved financial governance, closing accuracy and audit readiness.
• Facilitate workshops and knowledge-transfer sessions covering standard costing, Material Ledger, WIP, production variances and production-order settlement.

• Built Collective Minds as an AI-first company, embedding AI into operating model, delivery and client solutions.
• Built and lead an international offshore delivery organization of 25 professionals, complemented by senior specialists in Germany.
• Act as Interim CDO for ALWITRA, supporting the company-wide digitalization agenda across ERP, CRM, enterprise knowledge, AI, data and operating model.
• Advise managing directors, CIOs and IT leaders on transformation strategy, target operating models, governance, prioritization and execution.
• Own program structures, budgets, staffing, vendor coordination, risks and executive stakeholder communication.
• Develop scalable technology and delivery models across AI, CRM, IAM, integration and manufacturing-related initiatives.

• Europe's largest stem cell bank; company revenue: 78 Mio. EUR; employees 700; personnel responsibility: 18; duration: 6 months
• Interim takeover of all teams in the areas of sales/inside sales, order management and service
• Separation of the order business in Germany/Austria into two GmbHs under my leadership, while also integrating an acquired company into the German operational business
• Additional creation of new KPIs and adjustment of processes with internal interfaces and customers
• Requirements management for the introduction of the new CRM
• Full implementation of the above-mentioned operational integration and separation of the areas
• Improvement of KPIs in call accessibility, first-contact resolution rate and response time
• Established newly introduced customer feedback management
• Structured handover of the area to my successor

Goal: Select and introduce an AI operating system, build a structured knowledge base, and develop AI agents and skills to increase efficiency across the entire company

• Analyzed requirements and evaluated suitable AI operating systems based on the company’s specific needs
• Designed and built a central knowledge base as the foundation for AI-supported processes
• Developed and configured AI agents and skills for recurring business processes
• Used prompt engineering to generate precise, context-specific outputs from AI agents
• Personally coached the founders and employees on using AI independently and effectively
• Managed the overall project, including planning, prioritization, and progress tracking
• Documented the solutions used and created usage concepts for sustainable operation

Tools: Langdock, SharePoint, prompt engineering, AI agents, AI skills

• Plan & Prepare (Site Design & Readiness): Inventory & Design: Dell PowerEdge R-Series, Aruba switches (L2/L3), notebooks/peripherals; serials/asset tags, IPv4/IPv6 addressing, VLAN-/DHCP-/DNS plan

• Runbooks/MOPs: site rollout runbook, backout strategy (<15–30 min), risk register, communication matrix; approvals via CAB/change

• Images/Packages: Golden Image (Win10/11), driver packs, BIOS/UEFI baseline; O365/Teams/OneDrive KFM; BitLocker policies; MECM/SCCM, Intune/Autopilot, MDT/WinPE

• Logistics: shipping/customs clearance, RMA/DOA, on-site spares; tools (barcode scanner, label printer), "Go-Bag" (cables, SFPs, console cables)

• Deliver (on-site implementation): End devices: swap & migration (USMT/OneDrive KFM), peripherals (ATB/BT printers, scanners, boarding gate hardware); domain join, compliance checks, O365 activation, printers/queues, network drives

• Acceptance: functional tests for DCS/CUTE/CUPPS/CUSS stations, ticketing/check-in workflows, boarding gates

• Server (R-Series): rack & stack, cabling (PDU redundancy, fiber/copper), labeling/naming; firmware/RAID (PERC), Lifecycle Controller, iDRAC network; Windows Server 2022/2025 + CIS/BSI hardening; agents (backup/AV/EDR/monitoring), time service/NTP auth, Syslog/SNMPv3

• Network (Aruba): VLANs, LACP trunks, MSTP root; PortFast + BPDU Guard at the edge; QoS (EF/AF); dual stack (v4/v6), DHCP relay. NAC/802.1X with ClearPass/Radius/TACACS+, roles + MAB fallback; guest isolation, ACLs (Guest→Mgmt deny). Telemetry: sFlow, SNMPv3, Syslog→SIEM; LLDP→inventory/CMDB

• Airport specifics: CUTE/CUPPS/CUSS terminals; DCS/Amadeus/SITA connectivity; FIDS (read-only); bag tag/boarding pass printing; changes in off-peak/night windows

• Stabilize (hypercare): first-day support, KPI tracking (login times, ticket volume, error classes), QoS fine-tuning

• Troubleshooting: Wireshark/iperf, event logs, switch counters, sFlow flows; fast incident handling as SPOC

• Knowledge transfer: short training sessions for station teams, mini-runbooks (fault/recovery)

• Close (documentation & handover): docs & CMDB: final configs (switch/server), topology/patch plans, IP tables, serial/asset lists, before/after photos

• Acceptance & sign-off: UAT protocols, functional evidence (use cases), return/reuse of old hardware

• Lessons learned: risks, standard packages, driver freeze, "known issues"

• Interfaces/communication: station IT, airport IT, SOC/NOC, ground ops/ramp/check-in, provider (SITA/Amadeus). ITSM: ServiceNow (Inc/Req/Change/KB), handover to BAU

• Development of an accessible, responsive website based on Figma designs for a major sports event in compliance with WCAG, BITV, and EN 301 549
• Technical planning and setup of the tool stack with Vite, Playwright, Docker, and GitLab CI
• Worked on two existing projects (Vue.js & Nuxt), with a focus on bug fixing, accessibility audits, and new feature development
• Collaboration with design and QA to consistently implement accessible UI patterns
• Consulting on improving existing frontend architectures with regard to accessibility, performance, and maintainability

• Researched, developed, and implemented comprehensive digital strategy to modernize and accelerate processes of sports club with approximately 1300 members.

• System Architecture & Implementation: Conceived and set up central cost- and energy-efficient ARM-based server infrastructure.

• Selected, installed, and configured open-source solutions for knowledge management, ticket booking, and member management.

• Clarification of project goals, scope, and functional target vision for building the AI-based knowledge base.
• Deriving the initial architecture and implementation strategy for the Zasterbot chatbot, including defining the MVP and expansion phases.
• Developing a functional target vision for building a structured knowledge base and integrating a future chatbot.
• Deriving and prioritizing use cases for information retrieval and provision by the chatbot.
• Modeling data structures and flows for effectively organizing the knowledge base on the Base44 platform.
• Designing and implementing data models for storing and linking relevant information.
• Developing processes for extracting, analyzing, and preparing raw data for the knowledge base.
• Ensuring data consistency and quality as the foundation for the future chatbot.
• Planning the integration of large language models (LLMs) and retrieval-augmented generation (RAG) for precise and context-aware responses.
• Implementing features for analyzing and visualizing data from the knowledge base.
• Using the Base44 platform with JSON-schema-based entities and a flexible permission model.
• Implementing Deno functions for backend logic, event processing, and external API integration.
• Integrating OpenAI services for initial data analysis.

• Co-founded an AI venture focused on building production-grade LLM applications and agentic systems
• Designed and implemented multi-agent AI workflows for financial and trading applications
• Developed LLM-powered copilot architectures for portfolio analysis, trade management, and personalized user coaching
• Built on-device and edge-deployed inference applications, optimizing models for low latency, privacy, and resource-constrained environments
• Led system architecture decisions across model selection, orchestration, state management, and deployment